We provide a 365-day warranty, effective from the package signature date. This warranty covers obvious defects in materials and workmanship, with a one-time replacement service available solely for confirmed manufacturing defects.

Our core commitment is to ensure every customer enjoys a satisfying shopping experience with LensToo. Eyewear is a customized product; returns or exchanges are not permitted for non-quality-related reasons. All special sale items are final sale and non-refundable & non-exchangeable, including but not limited to products listed under Flash Sales and Glasses on Sale on our official website.

Non-Quality Related Returns & Exchanges

To qualify for non-quality returns or exchanges within 30 days of receipt:

The frame, original packaging, accessories and complimentary gifts must remain intact and unaltered.

The product must be in resalable condition with no damage to packaging or goods.

Refund rules within 30 days of delivery:

1–15 days: 70% refund for lenses + 100% refund for frames

16–30 days: 50% refund for lenses + 80% refund for frames

Refunds are calculated based on the actual paid amount. Free shipping orders will have shipping fees deducted from the refund.

All shipping and redelivery costs incurred from non-quality returns or exchanges shall be borne by the customer.

The return and exchange window will be permanently closed 30 calendar days after order delivery. LensToo will no longer accept any return or exchange requests beyond this period. We recommend inspecting your item immediately upon package signature to protect your consumer rights. Please contact our support team promptly if you encounter any issues.

Order Modification & Cancellation

Unpaid Orders

Please complete payment promptly after placing your order. Unpaid orders are reserved for only 3 days and will be automatically cancelled by LensToo upon expiry. Selected items may sell out instantly, and the system reserves the right to cancel out-of-stock orders automatically.

Paid Orders

To modify or cancel a paid order, please contact LensToo Customer Service at cs@lenstoo.com immediately after checkout. Any price difference will be charged accordingly. Additional fees will apply for modification or cancellation requests once customization has started or the package has been shipped; please refer to our fee chart for details.

If your order has already been shipped and is in transit, only 70% of the total order amount will be refunded due to incurred production and logistics costs. You must return the item to our warehouse after receiving the package to process the refund.

Product-Related Issues

Style & Size Issues

If you are unsatisfied with the style or the size does not fit, we offer a one-time replacement service. Express shipping fees apply, and you may select alternative frames on our site with any price difference settled accordingly.

Custom Lens Errors

If customized lenses are incorrect or unusable due to personal input errors, the customer shall bear the cost of lens re-customization and reshipping fees.

Prescription Discomfort

New eyewear requires an adaptation period. Mild headaches, eye soreness or dizziness are normal for first-time wear, especially for progressive lenses. Please allow 3–5 days to adapt. If discomfort persists after the adaptation period, contact our support team for assistance.

Delivery & Shipping Issues

If your package arrives and requires pickup at your local post office, please collect it as soon as possible upon receiving our pickup notification.

LensToo provides one-time free reshipment only for packages returned due to an incorrect address provided by the customer. Failure to respond within 30 days will result in cancellation of the reshipment service, and we will issue a 50% discount coupon as compensation.

Unauthorized returns without prior notice will not be accepted, and return shipping fees will be charged. For promotional bundle orders requiring partial return or exchange, refunds will be calculated proportionally after deducting promotional discounts.

If you make an error during checkout, please contact LensToo Customer Service to receive a special discount for future purchases or a partial refund to your original payment method (credit/debit card or PayPal).

Lens customization lead time varies by lens type, and delivery time depends on the logistics provider. Please refer to our official timeline chart for exact production and shipping schedules.

For progressive lens orders, delivery times vary by shipping method:

DHL Express to the US: 8–13 business days

Standard Shipping to the US: 19–30 business days

Secondary After-Sales Service

After the first replacement or rework of your order, any subsequent replacement or rework is valued at 50% of the original order price (complimentary of charge by LensToo).

If the replaced or reworked item still has quality issues, please contact customer service with detailed descriptions. Should you request a refund in this case, only 50% of the original order amount will be eligible for refund.

Important Warranty Note:

Our warranty does not cover damage or return requests caused by accidental impact, negligence or improper daily care. For confirmed manufacturing defects, we offer free remanufacturing or a full refund after verification.

Final Interpretation

LensToo reserves the right of final interpretation of the above after-sales policies.